Customer Service Representative

Position Summary

This role serves as the primary point of contact for our customers, ensuring exceptional service through prompt communication, issue resolution, and efficient load management. The ideal candidate will help maintain strong customer relationships, support logistical planning, and provide accurate updates on shipments. This position is crucial for maintaining service excellence and optimizing operations.

Key Responsibilities

• Serve as the primary contact for customer inquiries via phone and email.
• Accept, confirm, and document freight requests.
• Input and update load information in the AS400 system and maintain other business tools.
• Communicate with load planners and driver managers to ensure all service details are provided.
• Monitor loads and provide timely status updates to customers (pickup, in-transit, delivery).
• Identify and proactively resolve service issues; escalate when appropriate.
• Ensure tank wash requirements are communicated accurately and align with customer expectations.
• Maintain accurate customer notes: scaling needs, wash requirements, loading/delivery expectations, special instructions.
• Provide prior notifications to tank wash locations when required.
• Schedule and plan loads to meet customer demands while aligning with driver availability and company priorities.
• Effectively pass down critical information at shift end and before time off to ensure business continuity.
• Support customer retention and account growth through reliable, professional service.
• Adapt to changing processes, new customer requirements, and evolving business needs.

Qualifications & Skills

• High School Diploma or GED required.
• 2+ years customer service experience preferred; transportation/third-party logistics or food-grade tanker experience a plus.
• Strong analytical and problem-solving skills.
• Excellent oral and written communication skills.
• Proficient with Microsoft Office (Excel, Word, Outlook) and AS400 system.
• Ability to multitask, stay organized, and pay close attention to detail.
• Customer-oriented mindset with a proactive approach to issue resolution.
• Comfortable working independently and collaboratively within a team.
• Flexibility to work varying shifts, including evenings, nights, and weekends as needed.

Physical & Work Environment Requirements

• Ability to stand and walk for extended periods in a non-climate-controlled environment when needed.
• Perform general clerical duties: data entry, phone handling, filing, and documentation.
• Prompt daily attendance at the assigned work location is required.

Performance Expectations (examples)

• Timely and accurate entry of loads and customer notes.
• Customer satisfaction and issue-resolution metrics.
• On-time notifications and load status updates.
• Clean, audit-ready customer documentation and adherence to process checklists.

Disclaimer

This job description outlines the general nature and level of work performed in this role. It is not an exhaustive list of all responsibilities, duties, or skills required. Employees may be required to perform other duties as needed to meet business needs.

Call-To-ActionIf you're ready to make a difference in the transportation industry with your exceptional customer service skills, we invite you to apply today and join our family at Indian River Transport!

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Application Question(s):

• Please describe your experience as it relates to the job description.

Experience:

• Customer service: 2 years (Preferred)
• Transportation management systems: 1 year (Preferred)

Ability to Commute:

• Winter Haven, FL 33884 (Required)